About Freshdesk

Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, social media and instant messaging, improve agent productivity with smart automations, deliver self-service experiences with AI-chatbots and branded help centers, and monitor key performance metrics with powerful analytics.
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Freshdesk Software - Freshdesk multilingual knowledge base - thumbnail
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Freshdesk Software - Freshdesk omnichannel ticketing - thumbnail
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Freshdesk pricing

Freshdesk has a free version and offers a free trial. Freshdesk paid version starts at USD 15.00/month.

Starting Price:
USD 15.00/month See pricing details
Free Version:
Yes
Free trial:
Yes

Alternatives to Freshdesk

Freshdesk Reviews

Feature rating

Value for Money
4.4
Functionality
4.3
Ease of Use
4.5
Customer Support
4.5
5 reviews of 3,284 View all reviews
Juan Pablo
Juan Pablo
  • Industry: Management Consulting
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
4

5
Reviewed on 03/12/2019

Great ticket management software

I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.

Pros

FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.

Cons

The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.

Alternatives Considered

Jira, Zoho Desk and Help Sumo

Reasons for Choosing Freshdesk

We needed a better way to support our clients and SLAs and time tracking where urgent.

Switched From

Trello

Reasons for Switching to Freshdesk

Cost +features and it should cover the most important requirements we had at the time.
Kendall
Kendall
  • Industry: Hospitality
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

4
Reviewed on 18/06/2023

Improve Your Customer Service Using Freshdesk

One of my favorite features of Freshdesk is the wide variety of tools available for providing excellent customer service. The ticketing system is one of many notable features since it efficiently organizes consumer inquiries and guarantees that none are overlooked.

Pros

Our support staff can now respond to client questions quickly and effectively. The user-friendliness of the interface facilitates quick responses from agents to consumers. Our customer service processes are now more streamlined, our response times are faster, and our customers are happier as a result.

Cons

Freshdesk has many features, however it might be better in a few key areas. The intricate nature of pricing structures is one such factor. Freshdesk's price structure can be confusing, especially for new enterprises with limited resources.

Vandana
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 04/04/2024

Worth it and highly recommended

Pros

Ease of work
Easy to use
Good support service which is very important for any IT product

Cons

Need to work of predefined template as industry wise
Nedd to work on work flows as per industry

Sean
  • Industry: Architecture & Planning
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
4
Ease of Use
4
Customer Support
1

2
Reviewed on 23/11/2019

You're on your own

Pros

The platform is relatively user friendly and has a sufficient number of features to work well.

Cons

Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN.

Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'.

Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help.

Alternatives Considered

Jira, Zoho Desk, Salesforce Sales Cloud and Zendesk Suite

Reasons for Switching to Freshdesk

Lower cost of entry and good usability allowed us to learn how to incorporate help desk capabilities into our business model without paying high initial fees before value was realized.
Mark
  • Industry: Construction
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
5
Ease of Use
4
Customer Support
4

4
Reviewed on 20/01/2024

Freshdesk - Simply

Pros

The ability to setup up multiple channels direct for specific clients. The call routing of DDI’s and reporting is important to monitor KPI’s.

There are lots of great features such as automations which is great when you are an active Helpdesk dealing with hundreds of tickets daily.

Cons

Some of the changes on reporting when they discontinued the legacy reports and moved to analytics has been poor as dependant on your setup the data isn’t always accurate or easy to digest.

Alternatives Considered

Zoho Desk and Zendesk Suite

Reasons for Switching to Freshdesk

Based on cost and features Freshdesk at the time seemed the better option for our business needs.

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